Free shipping* over $55

FREE SHIPPING on Orders of $55 & Up

FAQ



Shipping & Delivery


How do I track my order?

Once your order ships, a tracking number will be sent in a separate email. If you do not receive a tracking number via email, your order has not shipped. If an order is placed over the weekend or holiday, please allow 3-4 business days to receive a shipment notification.

Note: Items may arrive in separate packages.

You can also log into your account to see if your order has been fulfilled. If it has, then a tracking number will be provided.


When will my order be processed?

During business hours, orders are processed and sent to our fulfillment center within minutes of purchasing. From there it takes approximately 1-3 business days to fulfill orders.


When can I expect my order?

We typically ship 3-4 business days after we receive your order. Depending on where you live, you can expect to have your order delivered to you in 4-7 business days.


What delivery methods are available? Do you offer expedited shipping?

We are currently using Amazon fulfillment which uses a variety of carriers based on the delivery location. We do not currently provide expedited delivery options.


How do I qualify for free shipping?

We offer free shipping for orders of $55 and more to all 50 states and Puerto Rico. If you apply a promotion code to your order, this will be applied to the subtotal and will not apply to shipping. If your subtotal is less than $55 after the code is applied, a shipping charge will be added automatically.


I wrote the wrong address, what do I do?

Contact Puracy customer experience ASAP. We cannot promise shipping address changes after an order has been processed. Once an order ships, we cannot change the shipping address and it becomes the customer’s responsibility. We recommend double-checking your shipping details (especially Google and Shopify autofill) before submitting your order.


Can I cancel or change my order once it has been processed?

If you need to cancel your order, please contact us with your order number and reason for cancellation. While we cannot guarantee that your order will be canceled once it’s processed, we will do our best to accommodate your request.


Do you ship internationally?

Puracy.com ships within the US (including Hawaii, Alaska, and Puerto Rico) and PO boxes. We currently do not ship to the US Virgin Islands. Please allow extra shipping times for orders outside of the contiguous United States.

We are part of Amazon's export program, which allows international customers to purchase our items.

For Canadian orders, we recommend checking out Amazon.ca, well.ca, and iherb.com. These sites are all authorized to sell our products in Canada.


Amazon.com Orders

Amazon does not provide shipping details or information to our customer service team: lost or marked delivered packages, backorders, Subscribe and Save.

If an order was placed via Amazon Services LLC as the seller, the customer will need to contact Amazon directly to return/refund the product. Puracy cannot authorize refunds/replacements for products sold by Amazon Services LLC.


To cancel, return, or inquire about an Amazon order:

  1. Go to Amazon.com and scroll to the "Let Us Help You" link at the bottom of the screen.
  2. Click on "Help."
  3. Scroll down the page until you see "Need More Help." Hover your mouse over this link, then click on "Contact Us" from the options that appear on the right.
  4. This will take you directly to a chat screen. Click on "Start Chatting Now."
  5. From there, the chat window will open and you can choose "An Item I Ordered."
  6. Type your reply or inquiry and be sure to click "OK, get help through chat" to ensure you are speaking with a live associate.


Target Orders

If you received a damaged or leaking item from a Target.com order, please contact their customer support immediately. They will refund or replace the item for you.

If you purchased a product from Target and you do not love it, you have 90 days to return it to Target. This includes open and used products. If the return window has closed, please contact us with your proof of purchase (receipt or order confirmation) and we will do our best to provide a resolution.

If you purchased a Puracy product from Target and have any issues with a physical component, please reach out to customer service.


Ordering Questions


What forms of payment does Puracy accept?

Puracy accepts all major credit cards: Visa, Mastercard, American Express, Discover, as well as ShopPay, PayPal, and Amazon Pay. If you're signing up for a subscription, only a direct credit or debit card can be applied (future orders can't be processed using a third parties.)


When will my card be charged for purchases?

Your card will be charged immediately upon submitting the order.


Where do I edit my billing information?

If you have a subscription, log into your account and click on "Change Billing." You'll be directed to send a secure email to your inbox for your new billing information. If you don't have a subscription, we'll only store your billing address (not your credit card information).


Will I be charged sales tax on my orders?

If your state charges sales tax, yes. Because this is automatically calculated by our web-platform, we do not have any control over this.


My card was declined – what should I do?

If your card is declined, please check all details to ensure they’re correct before proceeding again. This includes the billing address. If you’re still receiving an error message, we recommend contacting your bank.


Where can I view my processing or past orders?

Log into your account. There, you'll be able to see your full order history for both past and in-process orders.


What should I do if my promo code has expired?

We run sales and promotions throughout the year, and once a promotion code expires, we are unable to honor it. If it is applicable, the promo code must be entered at checkout to redeem the discount.

If you missed out on one promo, make sure to sign up to our email list to get the next one and any other special offers or deals.


I received an error message in checkout – what should I do?

If you’ve received an error message at checkout, please ensure that all of your billing and shipping details are correct before submitting the order again. If an item in your cart is out of stock, you will need to remove this before proceeding to checkout.


My email address is not recognized. How do I log into my account?

If you are unable to reset your password, this error message indicates that your account was never activated. Please email Customer Support and we will resend your account invitation. Once received, you will set a password and gain immediate access to your account.

Please ensure you do not check out as a guest when beginning a subscription; an account is required to manage your recurring orders.


Return Policy


What is Puracy’s return policy?

Returns are accepted at our Austin headquarters within 90 days of the purchase date. We require either the order number or proof of purchase for all returns. Please reach out to us for the return instructions and RMA #.

Please note that shipping charges are non-refundable and that we do not provide prepaid return labels. Credit is issued within 3-4 business days once the items have been received and processed.

As a company that's focused on sustainability, we encourage customers to consider the sizable carbon footprint of returning products back to us. If you're trying a Puracy product for the first time, we recommend purchasing 3.4-ounce, 12-ounce, or 16-ounce bottles (before purchasing refills).

Note: We don't refund or replace purchases from 3rd party sellers.


I purchased the wrong item, what should I do?

If you happened to purchase the wrong item, we encourage you to try it anyway! We stand by our entire product line – you might discover a new favorite Puracy product!

While we don't have an exchange program, you're welcome to send any unopened items back to us for a refund. Please contact Customer Support for instructions.


What is the Pure Love Guarantee?

In the unlikely event you’re not a fan of a product, contact us. We’ll refund your purchase: No returns necessary, no hassles, and no questions asked.

We strongly recommend allowing 2-4 weeks for your skin and hair to adjust to new products. If you gave it a fair shot – and it’s not working out – just let us know!

For bulk and wholesale orders, please reach out to us! We are always looking to make any problems with your order right; however, there are a few cases where the Pure Love Guarantee does not apply.


When and how will I get my refund?

Your refund should be posted to your credit card statement within 5-7 days after we've processed the refund.

If you have returned your order to our office in Austin, please allow an additional 3-4 business days for our team to process your return once it has been delivered.


Puracy Rewards


How do I sign up for Puracy Rewards?

If you’ve made an account and placed an order, you’re in. To launch it, go to your account and select the Launch Pure Rewards button.


How do I earn Pure Rewards?

You automatically earn points and exclusive discounts whenever you order, review, and share your purchases on social media.

Once you accumulate points, you can redeem them for exclusive discounts on any Puracy.com purchase. You’ll get your custom rewards code by launching Pure Rewards within your account (please refer to the previous question for more details). Note that rewards codes cannot be used in combination with subscription savings.


I can’t find my Rewards code!

You'll first need to log into your account. To redeem your rewards, select the “Redeem” button for your unique code. Enter this code at checkout to receive your loyalty discount on your purchase.


How do I refer to a friend?

We love when our customers share Puracy with their friends! To complete the referral process, first log into your account and click “Launch Rewards” for a unique referral URL. Once your friend receives that URL email, it will direct them to enter their email address to receive their $10 reward coupon code. Once the new customer has completed their order, your account will be awarded a $10 referral bonus.

If a customer has checked out as a guest before – or entered that email address in any capacity – they won't be eligible or able to use the referral link.


Product Questions


Do I need a rinse aid with Natural Dishwasher Detergent Packs?

Nope! It's not necessary to use a rinse aid when using the Natural Dishwasher Detergent pods.


Why am I seeing streaks with the Puracy All-Purpose Cleaner?

Streaking typically means that too much product is being used. For the best results, use a clean microfiber cloth, 1 spray per 2-foot by 2-foot square, and fast overlapping passes.

Here's a video tutorial to help demonstrate.


Does Puracy Disinfecting Surface Cleaner kill Covid-19 and other viruses?

Our Disinfecting Surface Cleaner is proven to kill 99.9% of germs and bacteria when used properly. We recommend closely following the directions on the label and allowing a 10-minute soak time. This product is on the EPA's N List of disinfectants for COVID-19.


Is the Disinfecting Surface Cleaner EPA listed?

Puracy Disinfectant Surface Cleaner is EPA-listed and CDC-approved. We have approval for the EPA's N List.


Will the Disinfecting Surface Cleaner discolor fabrics?

The hydrogen peroxide in our disinfectant is used at a low ratio (0.855% by volume) so there should be no cause for concern. As with any cleaning product, however, we recommend testing a small, inconspicuous surface first.


What is the difference between the Multi-Surface Cleaner and Disinfecting Surface Cleaner?

Our Multi-Surface Cleaner is used for general cleaning and does not contain any antibacterial ingredients. It is ideal for breaking down tough messes from grease to oil to sticky syrup.

Conversely, our Disinfecting Surface Cleaner can be used to clean and disinfect surfaces. This hydrogen peroxide cleaner is proven to kill 99.9% of germs and bacteria within 10 minutes of dwell time.

That said, these two products can be used together for extra cleaning power. For surfaces that need extra cleaning power, we recommend first using the Multi-Surface Cleaner and following with the Disinfecting Surface Cleaner.


How should I store the Disinfecting Surface Cleaner?

We recommend storing our disinfectant away from direct sunlight (ie. in a cabinet). In fact, we recommend this with all our products (which have a 2-year shelf life).


Should I use a fabric softener with Puracy Laundry Detergent?

Our enzyme-based laundry detergent cleans and removes any residue from the fibers of your clothes. They come out of the wash softer and fluffier, making fabric softeners unnecessary.


How do I remove tough stains with Puracy Stain Remover?

  1. Spray the affected area thoroughly with Puracy Natural Stain Remover.
  2. Agitate the affected area with a soft brush or by rubbing the fabric together. This works the solution deep into the fibers.
  3. Before laundering, wait at least 8 hours before laundering to give the plant enzymes time to work.
  4. Depending on the fabric care instructions, launder as usual.
  5. Select the “Extra Rinse” cycle on your washing machine.

If you overuse or oversaturate the fabric with our Natural Stain Remover, your stain may appear larger. This is easily remedied by thoroughly rinsing or washing the fabric.

Note: This product is only suited for washable fabrics. Use caution when applying Puracy Stain Remover to fabrics that can’t be washed or laundered.


Can the Stain Remover be used with bleach?

No. Bleach kills the plant enzymes in Puracy Stain Remover and renders it ineffective. There is no need to use bleach if you use our stain remover correctly.


Is Puracy Hand Soap Antibacterial?

When used properly, our Natural Hand Soap is effective in removing germs and bacteria. We do not use antibacterial chemicals in our hand soaps due to human and environmental studies.

When it comes to hand soap, the CDC states that antibacterial ingredients are not necessary, and properly washing your hands with standard soap is just as effective.


Does Puracy Hand Sanitizer Kill Germs?

The FDA – which is the governing body who regulates the specific product we offer – has approved the statement on our hand sanitizer label which states: “Kills 99.9% of germs in 15 seconds.”


Does Puracy Carry Alcohol-Based Hand Sanitizer?

In response to the immense demand and need for hand sanitizer, we developed a 70% isopropyl alcohol hand sanitizer that also kills 99.9% of germs in 15 seconds.


My Hand Soap Refill seems watery – has the formula changed?

We offer two distinct types of hand soap: Our Gel Hand Soap has a honey-like consistency and works with standard soap dispensers. The Foaming Hand Soap, however, is watery by design and works with foaming soap dispensers.


Are Puracy Shampoo & Conditioner safe for color-treated hair?

Yes, our hair care products are safe for color-treated hair and all hair types.


Is Puracy Body Wash pH-balanced?

Yes. Our body wash has a pH of 5.5-6.0, which falls within the same range as the pH of your skin.


My Body Wash and Dish Soap aren’t producing suds – is this normal?

Our "less is more" products have a small learning curve in the beginning. Since these are hyper-concentrated, sulfate-free formulas, we recommend no more than a nickel-size of soap per area you are cleaning. Our cleansing products produce fewer suds if you use too much.


How to use Puracy Body Wash

To use our body wash, apply a quarter-sized amount of body wash on your hands or loofah, agitate against your rinsed skin, and watch the suds build before rinsing off.


How to use Puracy Dish Soap

To use our Natural Dish Soap, apply a half-pump of soap to a washcloth or scrubber. Wet the kitchen item, scrub as usual, and rinse.


Does Puracy sell empty bottles and pumps?

We do not offer empty bottles for any of our regular-sized products, however, our Infinity Glass Reusable Bottle is available on our website. These bottles are compatible with most Puracy products, though not with our Foaming Hand Soap.

We recommend saving your Puracy bottles for our foaming products and refill pouches.


Where can I find the SDS for your products?

The SDS (Safety Data Sheet) for all our products can be found in our comprehensive ingredients page.


Brand Questions


Is Puracy packaging recyclable?

Our bottles, pumps, sprayers, and caps are all made from Polyethylene Terephthalate (PET/E), a safe, strong, reusable material and the most widely-recycled plastic globally. This inert plastic does not leach harmful materials into its contents and does not contain bisphenol A (BPA).

Almost every Puracy product has an eco-friendly refill pouch option These BPA-free pouches are made of nylon and polypropylene (plastic), so they're classified as #7 (other) recyclable.


Can I find Puracy products in stores?

Select Puracy products are available for purchase in over 1700 Target stores nationwide. To find Puracy products near you, please refer to our store locator.


Are Puracy products organic?

The difference between a "natural" vs "organic" label comes down to USDA regulations. “Certified organic” is a term that’s heavily regulated by the USDA. To qualify, a product’s ingredients must contain absolutely no toxic pesticides, toxic synthetic herbicides, or chemical fertilizers.

Puracy does not list any of our products as "Certified Organic," and the rest of our products are all made using natural and plant-derived ingredients. We don’t believe that organic ingredients are always better than their counterparts. In fact, they can be cost-prohibitive or even less effective.


Is Puracy vegan and cruelty-free?

All Puracy products are 100% cruelty-free and vegan. We do not test on animals. We are Certified Cruelty-Free by PETA and Leaping Bunny. Discover what cruelty-free means to Puracy.


Are Puracy products pet-safe?

Yes, all Puracy products are 100% safe to use around pets. We’ve consulted with veterinarians for specific products.


Why isn’t there an expiration date on my Puracy product?

Each Puracy product has a guaranteed shelf life of at least 2 years from the purchase date.


Does Puracy sell wholesale products?

Puracy offers wholesale discounts to approved retailers and businesses.


Ingredients & Allergies


Where can I find a list of Puracy ingredients?

For more information about the ingredients Puracy carefully sources and uses, visit our ingredients blog and our ingredients disclosure. It contains more than 1,000 hours of research and detailed information on every ingredient used in our products.


Are Puracy products gluten-free?

Yes, Puracy products are 100% gluten-free. Our manufacturers don't use any gluten in their facility and they thoroughly sanitize all equipment between uses. This sanitizing procedure is effective down to microscopic bacteria levels and clears away any potential gluten concerns.


Do Puracy products contain soy or corn?

The only ingredient we use that is derived from corn is lecithin, which is only found in our line of lotions. Certain ingredients in our soap products are derived from a handful of different vegetable oils. So while we cannot fully guarantee our soaps are 100% soy-free, at most, there are only trace amounts of soy.


Do Puracy products contain tree nuts?

All of our products are free of tree nuts and manufactured in a nut-free facility. Some Puracy products contain coconut extracts and/or shea butter, so please consult labels or product listings for the exact list of ingredients.

Note: Black walnut leaf extract is sourced from the leaf of the walnut tree and not the nut itself. Therefore, walnut leaf extract is not a known allergen and has been confirmed with the ingredient manufacturer. Each of Puracy’s product formulas have been developed with a team of doctors, including dermatologists.


Are Puracy products safe to use while pregnant?

Yes, many of our customers are mothers and mothers-to-be who safely enjoy our hypoallergenic, effective, and naturally-derived products throughout their pregnancy.


Are Puracy products non-comedogenic?

There is no formal test or generally-accepted ingredient list to determine whether a product is non-comedogenic. This is purely a marketing term.


Are Puracy products perfume-free?

We never use any synthetic fragrances or perfume. Our natural fragrances are created with a combination of naturally-derived essential oils, floral extracts, and other plant-based ingredients. To protect our signature scents, we don’t list our natural fragrance ingredients singularly.

Puracy natural fragrance does not contain any common allergens nor does it make up more than 0.2% of any product formula.


Do Puracy products contain palm oil?

Puracy products are free of palm oil and palm oil derivatives. A few years ago, we decided to remove all palm oil ingredients due to sustainability and environmental concerns.


Subscriptions


What types of subscriptions do you offer?

We offer Subscribe and Save for all of our refills, concentrates, and multi-pack items. You can sign up by clicking “Subscribe and Save” (in the pop up box) before adding eligible products to your cart. This allows you to receive eligible products at your preferred frequency. All subscription orders receive 5% off the list price, as well as free shipping.

Note: This is subject to each product being part of the Subscribe and Save program, its availability, and any program changes.


When will my subscription renew?

Subscriptions can be set at frequencies between 1 and 6 months. However, you can change the dates, cancel orders, or add new products to your subscription at any time.


How do I track my subscription(s)?

Log into your Puracy account from our homepage. From there, you’ll be able to see and edit any of your active subscriptions. You’ll also be able to view your order history, shipping, and billing information.


Will I receive reminders before my subscriptions are shipped?

You sure will! Subscription reminders are sent out 10 days before your order is processed and shipped. This gives you plenty of time to make changes (whether that's adding items or pausing your subscription).

Note: Sometimes, these emails could end up your spam/promotions folder – be sure to add Puracy as a contact!


How do I change my subscription date?

If you haven't used up all of your Puracy products and need extra time before your next delivery, don't worry: Log into your account from the Puracy homepage. There, you'll be able to edit your active subscriptions, view your order history, and update shipping & billing information.


How do I update my personal information?

Updating billing details

To update your billing information, click on the "Change Billing" button on your upcoming subscription order. You'll be taken to another section where you should press a button to send a secure email. When your information has been accepted, you'll see it under the billing section of your upcoming subscription.

Updating your address

To update your address, select your current address in the upcoming subscription section. Once you've added the correct information, select "Use for all shipments." You can also select your default address in the "Manage Address Book" section in your account.


Can I update my subscription order?

Adding more items

We love that you love Puracy products! If you ever want to add products to your subscription, you can easily make those updates in your customer account. Keep your eyes peeled for the "Shop for more items" button which will direct you to a page where additional items can be selected. You can either choose a one-time purchase or start a new subscription for each item.

Pausing your subscription

We understand that life happens. You can absolutely restart your subscription whenever you're ready.

Canceling your subscription

Though we'd be sad to see you go, you're welcome to cancel your subscription at any time. Simply log into your account and select "cancel subscription", found under the upcoming subscription section. You'll also receive an email that confirms your cancellation.


What happens if subscription items are out of stock?

While we do our absolute best to keep items in stock at all times, there are occasional short delays. If an item on your subscription happens to be out of stock, you'll receive an email notification and it will be removed from your order. The remaining item(s) will be shipped as scheduled. Once the item is restocked, it will ship separately so you'll receive it as soon as possible!


Why aren’t all products available for subscription?

One of the easiest ways to lower our carbon footprint is by promoting refill packs that use 90% less plastic, water, and energy waste (compared to bottles). Only the largest version of a product may be added as a subscription item. In addition to your subscription, you'll have the option to add a single item as a one-time purchase.


Can the subscription program, products, or product prices change on future orders?

Yes, Puracy reserves the right to change the subscription service benefits. This includes:

  • any discounts and eligibility used to determine discount amounts
  • pricing of products purchased pursuant to your subscription at our sole discretion in accordance with applicable laws (including laws requiring advanced notice of any such changes).

All changes will apply to future orders, including those for current subscriptions.


I have another question!

As always, our customer experience team is available to help you with any and all of your Puracy-related queries!


Free gift(s) with purchase & special discount offers

Free gift(s) and special offers/promotions are based on availability, limited to one per household (while supplies last), and may be discontinued at any time. No promo code is necessary. Offers may not be combined with other offers, promotions, or discounts. Offers are not valid for cash or cash equivalent. Items may differ from the image(s) and items may be substituted for one of equal or greater value.